Chapter 8 Part 3（课件）-《跨境电子商务英语》同步教学（北京邮电大学出版社）

Chapter 8 After-sales Service Part 1 Comments After Sales Part 2 Dealing with Customer Feedback 1 2 3 4 5 目 录 ONTENTS 行业PPT模板http:///hangye/ 6 Part 4 Customer Maintenance Part 3 Dispute Settlement Part 5 Consumer Habits and Characteristics 第 3 页 Objectives be able to deal with customers’ after-sales comments Chapter 8 After-sales Service be able to deal with customers’ feedback be able to deal with customers’ disputes and complaints be able to deal with customer maintenance properly get to know the consumers’ habits and characteristics of different countries PART 3 Dispute Settlement Dispute Settlement 第 5 页 1. Reply to the Items Not Received Sellers should understand that in the process of dealing with disputes, they must pay attention to details, timeliness, politeness, professionalism, enthusiasm. The general points of dealing with disputes can be following: • Apologise for your customer’s inconvenience; • Explain the problem; • State what action you will take to remedy the mistake; • Complimentary closing; • Sign your name. Dispute Settlement 第 6 页 1. Reply to the Items Not Received Sample 1: Shipping Delay Buyer’s Problem: Hi, I have placed the order for a long time. How long can I get my parcel? Seller’s Reply: Thank you for your patience. We confirmed that your order (Order No. RT702302) was mailed on May 20th. However, the tracking information shows it’s still on the way. We were informed that the package did not arrive yet due to a shipping delay from the delivery company. If you do not receive your package before May 27th, we can resend your order or apply a full refund to you as per your choice. If you have any further questions, please feel free to contact us directly and we will be glad to assist you. Dispute Settlement 第 7 页 1. Reply to the Items Not Received 译文 买家问题： 嗨，我已经下订单很久了。我要多久才能拿到包裹？ 卖方回复： 谢谢您的耐心。我们确认您的订单（订单号：RT702302）已于5 月20 日寄出。然而，物流信息显示其仍在运输中。我们被告知，由于快递公司发货延迟，包裹尚未到达。如您在5 月27 日之前没有收到包裹，我们可以根据您的选择重新发货或给您申请全额退款。 如您有任何其他问题，请直接与